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Skills

  • Product launch support
  • KPI tracking
  • MS Office
  • Customer Churn Reduction
  • Onboarding and training facilitation
  • Salesforce proficiency
  • Business operations
  • First Aid/CPR
  • Escalation handling
  • Team building

Work Experiences

  • Achieved Outstanding Service Award for boosting customer satisfaction scores.
  • Authored and maintained a knowledge base article.
  • Was in charge of running a successful cash register, which included scanning items, processing payments, and issuing receipts.
  • Continuously improved customer queries by tracking and analyzing common issue trends, contributing to a 54% drop in repeat tickets.
  • Talked to customers about QuickBooks, outlined restrictions, and educated them on policies.
  • Actively listened to customer complaints.
  • Increased sales by 8% by providing purchase advice and promoting additional products.
  • Assisted 9 customers daily.
  • Increased the team's revenue by over $5 in sales.
  • Greeted customers and assisted them with product questions, selections, and purchases, both in-store and online.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • With extensive customer service and sales experience, this Sales Associate is highly motivated.
  • Retail professional with exceptional sales skills, a service-oriented personality, and an analytical approach to resolving customer issues.
  • Achieved successful resolutions.
  • Professional in retail sales with experience in product placement and merchandising.
  • A trusted expert in CRM systems, driving improvements in data management processes that helped the team reduce average query handling time by 17 minutes.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved an average 17% reduction in overall resolution time.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Extensive inventory management and shipment processing experience.

Accomplishments

  • Collaborated with team of 2 in the development of standard.
  • Authored and published 10 frequently asked questions (FAQs), which resulted in an 18% increase in self-service resolutions by customers.
  • Led cross-functional call reviews across framework leading to quicker ticket prioritization and lowering the inflow of new complaints by 22%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully reduced complaint resolution time by 75% through diligent collaboration with cross-functional teams, including product management and operations.
  • Maintained a consistent customer satisfaction score of 47% for 18 months by focusing on empathetic listening and effective conflict resolution.
  • Improved customer satisfaction by 61% through effective problem resolution and proactive follow-ups on pending requests.
  • Reduced technical ticket escalation and triage times by 16% through streamlined communications with engineering and development teams.
  • Escalated critical platform issues to the appropriate technical team swiftly, reducing downtime for affected customers by 35%.
  • Maintained a 67% customer approval rating for one year by consistently providing thorough and timely follow-ups on open issues.

Affiliations

  • Customer Experience Foundation (CXF)
  • American Society of Safety Professionals
  • International Support Services Professionals Network (ISSN)
  • American Society for Quality (ASQ)
  • International Institute of Business Analysis (IIBA)
  • International Association of Administrative Professionals
  • Association of Support Professionals (ASP)
  • Customer Support Excellence Council (CSEC)
  • Association for Service and Technology Professionals (ASTP)
  • American Medical Informatics Association

Certifications

  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • HubSpot Customer Support Certification - 2021
  • Certified Support Specialist (CSS)
  • Certified Quality Customer Service Representative
  • Certified Public Accountant
  • Oracle Service Cloud Certified Implementation Specialist
  • Chatbot Specialist Certification for Live Support Optimization
  • SHRM Certified Professional (SHRM-CP)
  • LiveChat Customer Service Certification

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